Technical Writer II

Location: Toronto, ON (Hybrid – 3 days in-office per week at 351 King St E, Toronto, ON)

Reporting to: Peter Kelly - Manager, UX Content Strategy

Employment Type: Full-Time, Permanent

Summary: We are looking for a skilled and detail-oriented Technical Writer II to join our R&D Shared team. In this role, you will create high-quality, user-focused content that enhances the user experience for our global audience. You will work on a range of content formats, such as UX microcopy, in-app guides, Cloud Help Center articles, and video tutorials while collaborating with cross-functional teams to maintain content standards and consistency.

What you will do:

• Content Development: Create technical content, including UX microcopy, in-app walkthrough guides using Pendo, long-form articles for the Cloud Help Center, and instructional video tutorials.
• Content Quality and Issue Resolution: Take the initiative to identify and fix critical content issues. Lead content discussions and ensure high-quality, accessible, and easily understood documentation.
• Cross-Functional Collaboration: Work closely with product management, UX design, development, and marketing teams to align content strategies with product standards. Use Agile methodologies and JIRA for task tracking and project management.
• Content Strategy and Standards: Contribute to the creation of content guidelines and localization practices. Actively participate in discussions around product features and new initiatives.
• Continuous Improvement: Engage in peer reviews, provide constructive feedback, and implement enhancements based on performance metrics and user feedback. Participate in content auditing and contribute to the development of metrics for tracking content performance.
• Mentorship and Leadership: Mentor junior writers, share best practices, and promote a culture of learning and collaboration. Lead content projects with a focus on delivering high-quality outcomes.
• Stay Current with Trends: Keep up to date with advancements in AI, machine learning, localization, accessibility, and UX content trends. Propose and implement new content practices as appropriate.
• Project Management: Manage content requests from various teams, prioritize workload, and ensure timely delivery while adapting to changing requirements.

What you will bring:

• Experience: At least 3 years of experience in content development, technical writing, or a related field, preferably in a SaaS environment.
• Familiarity with content management systems like MadCap Flare and in-app guidance tools such as Pendo.
• Basic knowledge of HTML, CSS, cloud infrastructure, DevOps practices, and CI/CD pipelines.
• Proficient in using Agile tools like JIRA for work management and tracking.
• Communication Skills: Exceptional English language skills, with the ability to convey complex information clearly and effectively.
• Detail-oriented: Strong attention to detail and organizational skills, capable of managing multiple tasks and priorities in a fast-paced environment.
• Adaptability: Ability to work independently and thrive in an environment with ambiguity and changing priorities.
• Collaboration: Proven ability to work cross-functionally with diverse teams and stakeholders.

Key Success Factors:

• Mastery of Content Craft: Quickly understand our products and services. Ensure content is aligned with the company’s voice and tone, and is easy for our audience to understand.
• Leadership in Content Discussions: Take initiative in leading content-related meetings and education sessions. Stay informed on industry best practices and share knowledge with the team.
• Effective Collaboration: Build strong working relationships with product management, UX design, and development teams. Maintain transparent and efficient communication.
• Commitment to Continuous Improvement: Participate in peer reviews, analyze performance metrics, and implement improvements to elevate content quality and user experience.
• High-Quality Deliverables: Produce content that meets quality and accessibility standards. Proactively identify and resolve content issues, and manage projects efficiently.
• Mentorship: Provide guidance to junior writers and contribute to the overall development of the team.

What’s In It for You:

• Meaningful Impact: Your work will directly enhance the user experience for thousands of global users, making complex software intuitive and accessible. You’ll have the satisfaction of knowing your content helps users succeed.
• Continuous Learning: Stay at the forefront of technical writing trends, with opportunities to explore emerging fields like AI-driven content, localization strategies, and in-app user guidance. We support your professional growth with resources and team-wide knowledge sharing.
• Collaborative Environment: Join a culture that values technical writers as integral to the product development process. You’ll work closely with UX designers, developers, and product managers, contributing your unique expertise to create seamless user experiences.
• Flexibility and Balance: Enjoy a hybrid work model that lets you combine the productivity of remote work with the energy of in-person collaboration, all while maintaining a healthy work-life balance.
• Inclusive and Supportive Team: Be part of a diverse, inclusive community that values different perspectives and experiences. Your voice matters, and your ideas will be heard and respected.